Mango Airlines
Reviews and Complaints

Good Morning

I was on the 19:55 flight last night, from Durban to Cape Town (JE361). Our flight was delayed by more than an hour. When we finally arrived in Cape Town, a few bags were placed on the carousel. We waited for a while and then the second set of bags were loaded on the carousel.

When I got home, I had discovered that my cable tie on my bag was cut off and that thieves went through my bag and helped themselves to gifts that I had bought my family. I had bought just less than R400 worth of fudge from Ushaka’s famous fudge factory. I was heartbroken! Shocked that someone firstly cut my cable tie, went through my bag and had the audacity to steal a gift that was meant for my family. Words cannot describe how disappointed I am and that there are people employed by Mango that would do such horrible inconsiderate things to people.

Surely there should be surveillance footage and I hope this matter will get seen to. Please can you send me a report.

cell number: [protected]

To whom it may concern

I was on flight JE408 on Sunday from Cape Town to Bloemfontein. As a frequent flyer was disappointed at the cleanliness of the aircraft. As I approached my seat a chicken bone was lying on the floor (see photo attached). This set a bad tone for the rest of my flight and is unacceptable when considering the price we pay for these flights.

Secondly the air hostesses did not provide the service customers expect as they failed to take our rows order for food and drinks.

I trust you will find the above in order and take necessary action

Regards
Marcelle Erasmus

Good day,

It's very disappointing that your staff members opened our bag and took our cables from our phone charges (Samsung and iPhone 6) that were hidden deep in our clothing. That clearly means they went through our clothing and found them and helped themselves. It was our first time flying with Mango and utterly disgusted that your staff went through my luggage.

Names: Mr Luzuko Benya and Ms Phumelele Pamela Ngcongo
Date: 27th September 2017
Flight: JE322
Route: CPT to DBN
Time: 11:15am
Seats: 20E and 20F

I was forced to purchase a new cable for my charger, which costs
R 300.00 (not happy I had to pay that at all). Receipts are attached and I request a full refund.

I have experienced two horrible instances with Mango where their flights have been horribly late. Delayed flights are the worst. But it seems Mango takes it up a notch. A three hour delay on flights seems to be the norm lately.

The silly sms' they send don't help is you were already making your way to the airport or if you had plan. It's really unfair that if you arrive 20 minutes before departure they tell you you can't board. I would think the 'same' should apply with them. If you are not willing to wait for me then it's only fair that I don't wait for you. I loose money when I am late they should to. I feel fair compensation should be given. We had to pay extra for our transport home. Besides other thing that we were inconvenienced on. The whole time we were waiting no one bothered to update us about what's going on.

What appalling service from Mango. And maybe if this was the first time it would be a little better but it seems to a trend now.

Dear Sirs,
My wife and I, Roger Gurr and Hester Gurr were booked on flight JE 267 from Johannesburg to Durban scheduled to leave at 19, 40 . The flight was then delayed to 22, 12 and then to 23, 05 and finally we took off and landed at 01.10 on Monday morning.
Our arranged lift had long since left and we had no option but to take an Uber taxi home which cost us a whopping R522.00 which we can ill afford
and we arrived home at 02, 30 am

Soo many other passengers were complaing about the number of times Mango flights that they had booked on are frequently delayed.

I checked the flights on the information monitor and all the Mango flights were delayed.
My wife and I don't ever want to fly Mango again. Futhermore I would like the cost of our airfares refunded and the cost of the Uber taxi fare.
Regards.
Roger Gurr
[protected]

Yesterday (1st October 2017) I was due to fly from Durban back to Johannesburg on JE284

The flight was delayed by FOUR HOURS, and having been there an hour before as required meant I was at the airport for five hours.

Delays happen, but what I found completely inexcusable and unacceptable was the lack of information! Not once did I see a Mango employee come to reassure us, instead I had to go to the counter in order to get information.

The flight times was changed at least three times and all we could do was watch the time on screen change with no information. After the second time change we were called to the gate to be given a R60 voucher but still scattered information.

We only arrived in Johannesburg after 23h00.

I am completely disgusted by the lack of customer services.

Lindiwe Hani
[protected]

Last week Friday I was booked with my family to fly from Cpt to Dbn. My son did our check in and accidently did not change the seats to the front of the airline like I requested. I have leukaemia and find walking down stairs difficult and secondly did not want to sit next to a stranger that may have any flu/infection etc because of my compromised immunity whilst on chemo treatment. It was therefore essential to have seats together at the fron of the aircraft. Once checked in we were unable to change the seats online. This was late on Thursday evening, so I called the call centre early Friday morning (Spoke to Jabulani) to change our seats. I was told that the call centre could not help but that the medical team would and given their number. I called them and was told that they cannot help as they do not change seats but if I get to the airport 2 hours early they would do it at the check in counter. I tried to explain to the person that a long weekend flight on a Friday is highly unlikely to have 4 open seats 2 hours before the flight ( I fly mango often and know how the seats get booked up) but they refused to listen and said that not everyone does an online check in and they will make a plan at the check in counter.
So I got to the airport 2 hours early and like I thought they could not give me seats together and closer to the front of the flight. Again I explained my reason of 1. not being able to climb downstairs to the back of the aircraft and 2. wanting to sit with my family because of being prone to catch any infection (low white blood cell count from chemo treatment so wanting to decrease risk as far as possible) from anyone else sitting next to me who may have flu or anything else. I was told there is nothing they can do but that I would not be asked to climb down the stairs and around the aircraft and that I could walk through the airplane. As we boarded I explained the situation to the mango crew member but she refused to let my sons walk through with me and said they don’t have a medical condition so they must walk outside themselves. Can you ask children to be split from their parents, just because you want to be sticky about a process. What would it have cost to just let us all walk through the flight together after all the inconvenience already caused. I am so irate with this whole situation, NO COMPASSION, NO EMPATHY, NO DISCRETION AND NO COMMON SENSE by any of the mango employees I interacted with.

As mentioned earlier I fly mango often but after this experience, unless some action to remedy this is taken you will lose a valuable customer and I shall make sure that I convey through social media and word of mouth just how poorly and unprofessionally Mango treats patients with a dreaded disease.
Await your response
DESHNEE MOODLEY
t: +[protected]
c: +[protected]
e: [protected]@gmail.com

I was booked to fly from Cape Town to Durban on Mango Airlines JE368 on the 22 September 2017 at 20:30. All was well until the plane was pushed back ready for take-off, when a passenger seated at seat 10C deliberately ignored the air hostesses by not completely switching off his phone. At which point I asked if he did not hear the instruction to turn off his phone, again he just put the screen off. But this was not the worst of it, we where just about to touch down at King Shaka International Airport when the ultimate defiance and disregard for aviation rules transpired. Just as the wheels torched the tarmac he made a cellphone call to who ever was waiting for him on the Ground. The lady next to him in seat 10B could not believe what she had just witnessed. I brought the incident to the head cabin crew member and stated that Mango has the Passengers details and should really make an example of him as that is just irresponsible behaviour.

I traveled from DRBN (KingShaka) to JHB(OR Tambo), on Saturday the 16th of September 2017, Firstly the flight was delayed by like 30 mins and no notice or apology for this. Then once we landed never in my life have I waited this long for my bag to arrive, once I received and opened at home I had realise that my bag was tampered with! my belongings had been stolen and my bag had been gone through. I have called the airline and was told sadly there is nothing that can be done about any of this, which I feel is so not right. Clearly their staff are thieves and they refuse to do anything about it ! Its disgusting to think anyone can open something that doesnt even belong to them and steal.

Good day

I was booked on the JE249 flight to Durban at 9.50 on the 9th of September 2017. I'm traveling with my mum, sister and young child. The R21 was closed due to a bad accident and we managed to arrive at boarding gate at 9.35am after checking in. We were rudely turned away by your ground staff due to the plane leaving 5min earlier than planned. This caused a huge inconvenience to me and my family as we had to purchase a ticket online with SAA that only leaves at 13.55pm. We stood in the queue got all the way inside only to be turned away.

Surely it's not mangos policy to leave without clients that have checked in? And to be turned away when arriving at the actual gate was truly inconvenient. I really believe this is unacceptable service and would like a refund on my tickets.

I complained over a week ago but no response.

Regards
Wendy Naidoo
[protected]
Tel : [protected]

On 15 August 2017 we flew to South America from Johannesburg and booked a flight at Mango for connection from Cape Town to Johannesburg. We had an unpleasant experience at Cape Town Airport that our flights were booked for 07:15 the evening and not the morning.

We realize it is our own mistake, although we are pensioners and actually Afrikaans speaking (Am/pm)

What is strange about your flights are that the first ticket was issued with am/pm and the ticket that we bought in that ticket's place was 24 hour time (see attached)

All our other flights to South America, national and international were booked in 24 hour time, which makes it really confusing.

We hope to hear from you soon.

Stephen and Erena Hoffmann

Good day. My choice of air flights is always mango. But I'm starting to get annoyed and disappointed with the way the flights are delayed. Yesterday I was booked for a flight that was suppose to depart at 17:25 to durban, but only ended up leaving some time after 18:30. I was sitting at Lanseria airport from 16:00. Inconvenienced my whole afternoon as I had to change plans of my arrival now, surely you guys can send us smses telling us the flights are delayed, instead of making us wait for hours at the airport. So disappointed, and probably the last time I use mango airlines

Good day

I have been a frequent flyer of mango for the past 2 years. I have been extremely disappointed in the amount of times my flight has been delayed. I book flights early for a reason and it is not right that there are delays so often. I have never been reimbursed for the delays, nor even an apology or even an update to say that the flight has been delayed. Surely you can reimburse your flyers based on accumulative amounts of delayed flights.

We booked flights to Cape Town from Johannesburg for 31 August 2017. We checked in online the night before and on our boarding pass for the online check in said boarding time is at 16:15 pm.

Came to the airport to check our luggage in. Got everything sorted, printed the boarding passes and to our dismay, our flight had changed. With no notification by the lady at the check in point, nor from Mango Airlines itself. We were now flying out one hour and fifteen minutes later. When I enquired, I was merely told that you should have received a notification. But we didn't and the lady at the check in point had no remorse whatsoever, nor did she inform us.

This is our first flight with Mango airlines and we fly often, but this will be our last flight with Mango Airlines. The service is utterly disgusting. By all means - change your aircraft, but notify your customers. The least you can do for the amount you charged.

Today I went online to book me a flight from durban to cape town. The website kept loading after I put in my banking credentials. It did this twice and the 3rd time I decided to call customer care. This is where my nightmare started. I spoke with a lady (cant recall her name) who did not have an ounce of customer service ability. She told me my flight is booked however unpaid, which I understood as I did not finish my booking online. She tooktold payment using my debit card information. I asked her to book me a window seat and I was told I needed to do this online. Which confused me but ok I agreed. Call ended as I got sms notification from my bank that the money was deducted for the flight. I went online to book my seat and it said my flight was not paid for. I called mango again, spoke with the same women who said she did not confirm my booking (I had asked her if this was her error and she said yes). She asked me again for my card details which was weird as I paid for the. Flight already. She assured me that the card details were just to confirn the flight and it will not debit me twice. Guess what. I got debited twice. On the call I asked her why and she now tells me I must wait an hour for my money to be refunded. Why not mention this to me before taking my card details. I asked her on more than one occasion if my card will be debited twice and she assured me it would not. I am flying to cape town as my 6 month old daughter has a serious has condition and is currently admitted into hospital. Im flying down to be with her through this time. Along with that I have to the heart specialist as R1000 to get an appointment. Note I now have no money to do so due to my account being debited twice by mango. Despite that I need money to live off which mango has taken but nevermind that my concern lies with my daughter who needs to see a heart specialist asap. She is 6 months old and now has to.wait until mango refunds my money. Something I alsocan dont know will happen as mango customer service keeps dropping the call on me. I spoke to complaints as well who disconnected the call. I have a prepaid cell phone and I have loaded over R100 airtime to contact mango. Despite it all im left with no solution, dropped calls, no-one calld me back, no more cash, and a sick 6 month old baby waiting for her dad to pay her bill so she can be treated. My flight reference Pxktgz

Hi

I was on your plane yesterday afternoon JE147 and am now very reluctant to fly Mango again.

We were delayed from 14.35 to only leaving at 17.15.
Why did you not SMS me telling me, you are running late. Your airline knew that you were running 2/3 hours behind time from at least 11.00 am. I could have worked for another two hours at my offices if you bothered to simply send me a SMS.

On boarding not even an apology from any air hostess.
Not even a free drink offered.
Just before landing your airline said NOTHING about the CT water shortage we are having.

If you believe that this is good customer service then I really should be flying SAA or BA.

I just arrived home from Mango flight CPT to Lanseria. Noticed the lock on my suitcase was completely broken off, with my zipper also broken. My clothes on the inside was completely ransacked and my vanity opened and emptied in my suitcase.

This after the lady at security basically threw my handbag into the scanner and almost smashed my laptop during check in.

? Ridiculous!

Won't ever fly with Mango again.

Good day

Fly Mango

Thursday afternoon I was on Flight JE715 from Lanceria to Capetown.
On arrival I was informed that the Flight was delayed. Not a problem as there is always unforeseen events.

When I boarded the plane is when my patience were tested to the limit.

I was seated in 8E the lady in 7 seated in front of me, her chair was broken and the flight attendant said it must have just happened. It worry me if the plane on the inside is in a state what does the outside look like and you are transporting a lot of people.

There was a male flight attendant on the plane very overweight and every time he walks down the isle bump against the passengers sitting by the isle.

Behind me was a lady with kids this kid was making one hell of a noise all the time.
Kicking my seat all the way I don't know how I kept my temper.
The flight attendants did not even make an attempt to investigate.

This is not acceptable I pay a lot of money to fly.

I flew back this morning and no problem.

Please investigate and give feedback.

Next time I will loose my temper and that will be dangerous for all on board.

Regards

Deon Schutte

Flight JE 161 - Departure Time: 19:00 - 18 August 2017 - Mrs Botes

Firstly I'm very angry and disappointed in how the flight was delayed from 19H00 to 21H00. I got to the airport after 18:00, checked in and had to wait for almost 3 hours. Only got home at 24H00 after being away from home for the whole week. Then when I got home I realized that my lock was broken off my bag and someone went through my luggage "my travel bag was damaged and my earnings was stolen". I'm very, angry ... how is this allowed to happen at Mango? I want action taken immediately and I want to know what you are going to do about my stolen airings and broken travel bag. Awaiting your response. ...Mrs Lucinda Botes

Date: 19 August 2017
Flight: JE151
Flight ref: PVZBXN
Passenger name: Anna Kotze
Age: 79 years

I would like to complain about the service received from Mango. I arranged for assistance for my mother of 79 years, to help her on the flight and also assist her to arrivals as she is old and gets lost easily. She was left unattended, to get off the plane alone and find her way to arrivals, she obviously got lost and was traumatized. This is unacceptable, as I phoned the mango medical department a day before the flight to arrange assistance for her. I also specifically ask for assistance at check-in and I was assured that she would be taken care of. This is not the first time this happened. On a previous flight she was left at international arrivals, without her bag and we looked for her for 2 hours. It is a disgrace and we will not make use of Mango flights ever again.